Integrated Customer Service Supervisor

Role Overview

• Lead, coach, and develop a team of 20+ employees across multiple client programs
• Own team performance, including productivity, quality, attendance, and engagement
• Ensure service levels, KPIs, and client deliverables are consistently met
• Act as escalation point for team and customer issues, resolving quickly and effectively
• Partner with Workforce Management to maintain proper staffing and performance alignment
• Monitor daily metrics and take real-time action to address gaps or risks
• Drive coaching, feedback, and performance improvement across the team
• Support process improvements to increase efficiency, quality, and customer satisfaction
• Ensure accurate reporting, documentation, and operational execution

Requirements

• Prior leadership experience required (Supervisor or Team Lead level)
• Experience managing 15+ employees preferred
• Experience supporting multiple programs or clients strongly preferred
• 4+ years in customer service, contact center, or operations environments
• Strong multitasking, organization, and decision-making skills
• Proven ability to lead in a metrics-driven environment
• High reliability, punctuality, and accountability
• Strong communication and interpersonal skills
• Proficiency in Microsoft Office and data systems
• Bilingual (English/Spanish) a plus

Benefits

• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career